Reference Materials for Guidance in Staffing Standards

A-l The Math of Call Center Staffing, Penny Reynolds, ICCM Weekly (Aug. 8, 2002).

A-2 How Many Do We Really Need? A Simple Solution for Determining Staffing, Jennifer Hagstrom, Ed. (Sept. 2000).

A-3 Communications Center Staffing Formulas: Old Studies in a New Environment, APCO Int'I. Pub. Safety Commun., APCO Bulletin, Project (40) RETAINS, Yvonne Klees, Features Ed. (March 2001).

A-4 Standard for Public Safety Communications Agencies, Commission on Accreditation for Law Enforcement Agencies.

A-5 Standard for Professional Qualifications for Public Safety Telecommunicator, National Fire Protection Agency 1061 (1996 ed.).

A-6 Public Safety Answering Point (PSAP) Accreditation Program, Program Standards Manual, New York State Sheriffs' Association.

A-7 Staffing formulas as may be provided by telephone service suppliers in the particular jurisdiction.